frequently asked questions
How do you ship the pieces and what do you charge?
We use Royal Mail to send all of our packages in the UK; Parcelforce for EU shipping; and DHL for worldwide shipping.
UK shipping – free of charge. Please allow 5-7 working days for your piece to arrive.
EU shipping – we charge a flat fee of £15.00 for postage to the EU. Please allow 7-10 working days for your piece to arrive.
Worldwide shipping – we charge a flat fee of £25.00 for postage to the rest of the world. Please allow 7-10 working days for your piece to arrive.
Worldwide Customs & Duties
Customers ordering from Europe or worldwide are responsible for paying the relevant customs and duties payments that are applicable to your order.
If you have bought a piece that is on back order that means we do not currently have it in stock and have to order it from our supplier. Please allow a minimum of 2-3 weeks for your piece to arrive. We will keep you up-to-date with your order via email.
How long does a custom order take?
Custom orders can take anywhere from 2 weeks to 2 months. Once we have discussed your requirements, we will advise on how long the order will take. For more information on custom orders, click here.
Can I dye my topper?
We have rigorously tested our toppers to see how they respond to a variety of colour services – both bleach/lifting, tints and toners.
Our blonde based toppers can be tinted to darker shades and toned to various shades of blonde: e.g. gold tones, copper/red tones, purple/violet tones etc. However, toning to achieve cooler or ash blonde tones is not advisable, as our testing has revealed a propensity for the hair to pull/hold green tones when using ash.
We strongly advise NOT to bleach/lift our blonde toppers as they have already been lightly processed and it will compromise the quality of the hair.
Our brunette-based toppers can be tinted to darker shades and can be lifted 2-3 levels maximum to create highlighted and balayage effects, followed by toning services.
Please note: alternative hair tends to yield darker results than bio hair, so always opt for 1-2 shades lighter when using tints.
When bleaching/lifting do not use higher than 20 vol developer and always use a bond reinforcing agent (such as Olaplex/Silaplex system).
We advise you to always take your alternative hair to a colour specialist who has experience with colouring alternative hair pieces. We recommend Peluka Salon in Essex. You can also visit the MyNewHair website to search for a hairdresser who is trained in cutting and colouring alternative hair in your area.
What is your returns policy?
Please visit our Returns & Exchanges page for more information.
Preloved pieces postage
From 2022, we have made the decision to post out all preloved pieces without its original packaging (unless stated on the listing). You will receive your topper or wig in a flat envelope with the hair inside a plastic bag. This is to keep our costs as low as possible and to enable us to offer you free postage in the UK.
Are preloved pieces washed before sending?
We ask our sellers to wash the topper or wig before sending it to us. We style the piece for photographs and gently brush it before posting it out to you.
Please contact us by email at firstname.lastname@example.org